What are account sanctions?
An account sanction is where a punishment has been placed onto your account. These sanctions can include being kicked, being muted and being banned.
Who can give me an account sanction?
It depends. Both Hotel Hideaway staff and Hotel Hideaway users can place a sanction/punishment onto your account. The game also has automated moderation which detects bad behaviour.
Hotel Hideaway staff are able to mute, ban, kick or terminate your account at their discretion but Hotel Hideaway users (non staff) are only able to kick and ban you from rooms in which they are the owner of. They cannot kick or ban you from the game.
The automated moderation AI can mute and ban your account from the game.
How long can you be muted or banned for?
Mute and ban durations are as followed:
How long do room kicks last for?
If you have been kicked from a room, you are unable to visit it for a short period of time. This typically lasts about 10 minutes.
I want to be banned, muted or kicked to see what it looks like!
No need! Here are the images of what alerts look like when you are muted, kicked or banned.
Why was I banned from Hotel Hideaway?
Hotel Hideaway only bans accounts which break the rules. To view the community rules please click HERE and to view the Terms of Service (short version), please click HERE.
What shall I do if I’ve been wrongly sanctioned?
If you believe you have been wrongly sanctioned you can contact customer support to appeal the decision. You can contact support by clicking HERE or by visiting the help button inside the game via your settings.
Please note that if you appeal a sanction, the final decision is up to Hotel Hideaway. If they believe the sanction was appropriate, they will keep the sanction in place. If they agree and believe it has been wrongly placed onto your account, they will remove it and reinstate full access.